Tools (WEB)

In the Tools page, you can create a personal email reply template that can include plain text, images, or links to provide standardized email responses to common questions and requests. You can also insert variables in your reply templates, which can dynamically change their value depending on the email call’s supplemental details.

Creating personal reply templates

You can create, preview, edit, and delete existing personal reply templates.

To create a personal reply template
  1. Click Tools > Email.
  2. To insert text, in the reply template editor, type or copy and paste the text.
  3. To insert a variable, type the variable name in the following format: <<VariableName>>. You can insert multiple variables. In the email reply, Ignite replaces the variable with the actual value of the variable defined in YourSite Explorer (YSE).
    Note:

    The variable name used in the reply template must match the variable name defined in YSE and Send to agent desktop must be selected in YSE. Otherwise, the email reply will leave the text as it is enclosed within quotes. (that is, “<<VaribleName>>”). Consult with the system administrator to obtain a list of variables, from which you can choose the variables you want to insert in a personal reply template.

  4. To insert an image, click Insert picture and browse to the image you want to insert.
  5. To insert a link, click Insert/edit link and copy and paste the text for the link you want to insert.
  6. Type the name you desire for the reply template.
  7. Click Save.
To preview a personal reply template
  1. Click Tools > Email.
  2. In the reply template editor, click the Browse button.

    A list of personal reply templates displays.

  3. From the list of personal reply templates, select the reply template you want and click Preview.
To edit a personal reply template
  1. Click Tools > Email.
  2. In the reply template editor, click the Browse button.

    A list of personal reply templates displays.

  3. From the list of personal reply templates, select the reply template you want to edit and click Open.
  4. Make changes to the reply template and click Save.

    The Save Personal Reply Template window displays.

  5. To save changes to the selected reply template, click the template in the list, and click Save.
  6. Click OK in the confirmation dialog.
  7. To save changes to a different reply template, type the name of the reply template in the text field and click Save.
  8. Click OK in the confirmation dialog box.
To delete a personal reply template
  1. Click Tools > Email.
  2. In the Reply Template editor, click the Browse button.

    A list of personal reply templates displays.

  3. From the list of personal reply templates, select the reply template you want to delete and click Delete.
  4. Click OK in the confirmation dialog box.
Parent topic: Getting started with Ignite (WEB)
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